Customer Service Lead (SDL Leadership)

Job description

Position Overview The Customer Service Lead (SDL Leadership) is responsible for overseeing service desk operations, ensuring high-quality end-user support, and leading a team of support specialists in delivering timely and effective technical assistance. This role serves as a key escalation point, drives continuous improvement in service delivery, and ensures alignment with organizational service level objectives. Key Responsibilities: - Lead daily operations of the service desk, ensuring timely resolution of user issues and adherence to SLAs. - Supervise, mentor, and support a team of customer service and technical support staff. - Act as the primary escalation point for complex or high-priority incidents. - Monitor performance metrics and implement process improvements to enhance service quality and efficiency. - Coordinate with IT teams, stakeholders, and leadership to align support services with business needs. - Develop and maintain documentation, knowledge base articles, and standard operating procedures. - Conduct performance evaluations and provide coaching to team members. - Support workforce planning, scheduling, and workload distribution. Required Qualifications: - Bache...